Statement of Rights

At Wenonah Lodge and Wenonah Community Care, we proudly uphold the following rights in everything we do. Genuine care, respect and kindness is the precursor for everything we do for every resident and community based client who accesses any of our services.

From 1 November 2025, the new Aged Care Act 2023 sets out a clear Statement of Rights for every older person accessing care and services.

You have the right to:

  • Be treated with dignity, respect, and kindness
  • Make your own choices about your care and daily life
  • Live free from abuse and neglect
  • Feel safe and supported in your home or residence
  • Have your culture, identity, and diversity recognised and valued
  • Participate in decisions about your care and services
  • Access and understand information in a way that works for you
  • Complain or speak up without fear of consequences
  • Be supported by family, friends or an advocate of your choice
  • Expect continuous improvement in the quality of your care

2. Aged Care Code of Conduct

The Aged Care Code of Conduct outlines expected behaviours for all workers and governing persons. From 1 November 2025, this becomes a legal requirement.

Workers must:

  1. Act with respect for people’s rights
  2. Treat people with dignity and value their diversity
  3. Respect privacy
  4. Provide care safely and competently
  5. Act with integrity and transparency
  6. Raise safety and quality concerns promptly
  7. Prevent and respond to abuse and neglect
  8. Ensure services are free from harm and misconduct

3. Pricing and Service Information

Fees & Contacts

Wenonah Lodge (RACF)

  • Private rooms only. RAD: $400,000.
  • From 1 Nov 2025, a 2% annual retention applies (capped at 10% over 5 years).
  • Includes care, meals, laundry, and activities. No extra service fees.

Wenonah Community Care (Support at Home (HCP) /CHSP)

Owing to the Support at Home Reforms, Wenonah Community Care Service fees will be subject to change. Please contact Wenonah Community Care for more information.

Click here to view the Support at Home price list

  • Care Management Fee capped at 10% of the package.
  • Written agreements and 24-hour cancellation policy in place.

4. Complaints and Feedback

All feedback is welcomed by Wenonah Lodge and Wenonah Community Support, either in person, by phone or email. Feedback can also be provided anonymously, via our feedback box located near the reception. However, where feedback is provided anonymously, acknowledgement of your feedback and a response is not possible under these circumstances. All complaints are acknowledged within 2 business days and resolved within 10 wherever possible.

External bodies:
  • The Aged Care Quality and Safety Commission (ACQSC): 1800 951 822
  • Seniors Rights Service: 1800 424 079

5. Governance

Wenonah is governed by the Gulgong Hostel Association Inc. A not-for-profit provider with strong governance systems in place.

Key personnel/Responsible people:

• Jennifer Crust – Co‑CEO (Finance & Corporate)
• Fiona Newell – Co‑CEO (Clinical & Ops)
• Tony Murdica – Care Manager
• Vivienne Saint– Community Manager
• Col Bailey – Chairperson
• Cathy Gaudry – Vice Chairperson

Our key personnel keep the governing Board of Wenonah abreast of all activities, financial positioning and staffing achievements via extensive reporting, committees and audits. We maintain improvement logs and have week maintained and enforced whistleblower protections.

6. Continuous Improvement

We use feedback, incidents, surveys, and audits to drive change and improvements. All improvements are logged in our Continuous Improvement Register and are tracked to completion for continuity and progress.

Roles:

• Clients/residents – share your views
• Families – suggest improvements
• Staff – raise ideas/issues
• Managers/Board – implement and monitor change

7. Serious Incident Response Scheme & Open Disclosure

Wenonah complies with the Serious Incident Response Scheme (SIRS). 8 reportable incident types (e.g. abuse, neglect, death, sexual misconduct) are tracked.

Incidents are prioritised into two categories: Priority 1: Report within 24 hrs. Priority 2: Within 72 hrs.

Without fail we notify families of any serious incidents, sincerely apologise, clearly explain, and seek to learn from any serious incident and the changes that can be made to avoid them in the future.

8. Diversity & Inclusion

Inclusive services for Aboriginal people, CALD clients, LGBTIQA+ people, people with disability or trauma history. Supports include interpreters, gender-affirming care, culturally safe practices, multilingual staff.

9. Provider Registration & Compliance

Approved Provider: Gulgong Hostel Association Inc.

  • ABN: 12 954 086 227
  • My Aged Care & The Aged Care Quality and Safety Commission listed
  • Registered with the Australian Charities and Not-for-profits Commission
  • We are Residential Aged Care Facility (RACF), Home Care Package (HCP), and Commonwealth Home Support Programme (CHSP) approved.
  • Transparent performance and full compliance record

10. Accessibility & Translation

All of Wenonah’s relevant compliance and rights based documents are available in large print, Easy English and audio. Translations and interpreter services can also be made available and at any time, Wenonah’s staff can assist with the understanding of all rights and agreements.